Broken or Missing Parts? We've Got Your Back!
We know how frustrating it can be when you're in the zone building your latest kit and suddenly face a broken or missing part. Take a deep breath – you're not alone, and we're here to help get you back to building!
The Reality Check (But We're Still Here for You!)
Here's the honest truth: replacement parts typically take 6-8 weeks to source and ship. We know that's not what you want to hear when you're mid-build and ready to keep going, but there's no magic spare parts warehouse. We work through our wholesalers who submit formal requests to manufacturers like Bandai, and this process simply takes time.
The good news? We've successfully helped hundreds of builders get back to their projects, and we'll do everything we can to help you too.
Who We Can Help
✅ Kits purchased from Gundam Express Australia: Absolutely! This is exactly why you chose to buy from a dedicated retailer.
✅ Kits from other retailers: While our official protocol is to direct you to your original retailer, we understand that's not always possible (especially with private sellers or eBay purchases). We'll often still try to help – just be upfront about where you purchased it.
✅ No time limits: Got a backlog that would make a Gundam pilot proud? No worries. Whether you bought the kit yesterday or years ago, we'll still try to help.
What We Can Replace
Most parts from major manufacturers like Bandai can usually be sourced, though some challenges exist:
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Very old kits: If Bandai hasn't produced parts for years, sourcing becomes difficult
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P-Bandai and Gundam Base limited releases: Much harder to source – private sellers might be your only option
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Other brands like Kotobukiya: Significantly more challenging to work with
Before You Contact Us:- The Builder's Detective Work
Missing parts tip:- Before assuming a part is missing, double-check everywhere! Small parts sometimes fall on the floor when you open runner bags, or get lost in storage boxes when builds are paused. We've had many "missing" parts turn up under desks, in rubbish bins or in box corners.
Pro tip for future builds:- Always check inside that plastic runner bags for dislodged or loose parts before opening them. This prevents tiny parts from escaping into the wild!
How to Submit Your Request
We've created a separate page for you to simply copy & paste into you email and send to us. Download the email template here.
Below is a sample of the type of information you will be required to send to us.
Email: help@gundamexpressaustralia.com.au
Subject Line:- [Your Name] - Spare Part Request
We need ALL of the following information:
📋 Required Information Checklist
- [ ] Your full name and contact details (including phone number)
- [ ] Proof of purchase (order number if bought from us, or details of where purchased)
- [ ] High-quality photos of the broken part showing the damage clearly
- [ ] Photo of the part's location on the runner (so we can see where it was attached)
- [ ] Photo from the instruction manual with the part circled or highlighted for identification
- [ ] Photo of the kit box for confirmation of the exact kit and version
- [ ] Runner number and part number (usually printed on the runner)
- [ ] Keep all broken pieces – don't throw them away!
📸 Photo Requirements
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Clear and close-up – we need to see the damage detail
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Good lighting – dark, blurry photos slow everything down
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Multiple angles if the break is complex
What Happens Next:- The Journey
⚡ Within 24 Hours
Once we receive ALL required information, we'll process your request and forward it to our wholesaler within 24 hours.
📧 First Update Email
We'll email you once we receive confirmation about your request and the solution offered by the manufacturer.
📦 Shipping Notification
The next email you'll receive is when we're about to ship your replacement part.
🚚 Delivery Options
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Free standard letter post (untracked, up to 7 business days)
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Paid parcel post or express (you'll be invoiced by email if you prefer tracked/faster shipping)
When Things Get Tricky
Sometimes parts simply can't be sourced through official channels. When that happens, we might suggest:-
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3D printing options for certain parts
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Connecting with the Gunpla community – groups like the Gunpla Brisbane Builders Group (GBBG) are incredibly helpful and resourceful
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Alternative solutions we'll discuss on a case-by-case basis
A Note on Honesty
We've been in this community long enough to spot the difference between a part that was never formed on the runner (genuine manufacturing defect) versus one that's been removed and lost or broken during building. Please be honest in your requests – it helps us help you better and keeps the process smooth for everyone.
Whether it's missing, broken during building, lost on the floor, or a genuine defect, we'll treat your request the same way. Honesty just helps us understand the situation better.
Managing Expectations
This isn't Amazon Prime – we can't get parts to you overnight. The 6-8 week timeframe is realistic, and sometimes it can be longer for difficult-to-source items.
But here's what we promise:
- We'll process your request quickly (within 24 hours)
- We'll keep you updated at key milestones
- We'll be honest about what's possible
- We'll explore alternatives when official channels don't work
- We'll treat you like the valued community member you are
Still Frustrated? We Get It.
Look, we know waiting 6-8 weeks when you're excited to finish your build is tough. Consider this an opportunity to:-
- Start another kit from your backlog (we know you have one!)
- Work on panel lining or detailing other completed builds
- Engage with the community and share your current progress
- Practice techniques on old or practice kits
Questions?
If anything in this process isn't clear, or you have a unique situation, don't hesitate to reach out. We'd rather clarify upfront than have you waiting weeks only to discover we needed additional information.
Remember: Every master builder has faced broken or missing parts. It's practically a rite of passage! We're here to help you get back to building amazing things.
Ready to submit your request? Email us at help@gundamexpressaustralia.com.au with "[Your Name] - Spare Part Request" in the subject line.
Happy building, and thanks for being part of our Gunpla community!
The Team at Mecha Express Australia
